Customer Fulfilment Specialist Job at Greenlight Planet

Greenlight Planet is a multinational, for-profit business that designs, distributes, and finances solar-powered home energy products, with an underserved population in mind: the 1.3 billion global consumers for whom the old-fashioned electrical grid is either unavailable or too expensive.

Over a decade in business, the company is now a leading global brand in emerging markets across Asia and Sub-Saharan Africa.  Greenlight’s Sun King™ products provide modern light and energy to 26 million people in more than 40 countries and have sold over 10.5 million products worldwide.

We are recruiting to fill the position below:

Job Position: Customer Fulfilment Specialist

Job Location: Lagos
Department: EasyBuy Direct Sales
Employement Type: Permanent - Full Time

About the Team
The Team you will join:

• The Sun King Operations team makes sure Sun King products are produced, shipped, imported, and distributed to consumers around the world and ensures that warranty products are promptly attended to, and end of life products are disposed of.
• The Operations team is comprised of innovative, solutions oriented people that work closely with Sun King’s global and regional Research and Procurement, Sales, Finance, and Marketing teams to make sure hundreds of thousands of Sun King products reach last-mile consumers each month.

About the Role

• The Customer Fulfillment Specialist will serve as the interface between the company and customers.
• The person will ensure that customers’ orders are fulfilled in a timely and satisfactory manner, so customers return and refer the business to other potential customers. 

Responsibilities
What you would be expected to do:

• Manages the entire cluster of retails shops or partners to ensure all orders requested are fulfilled.
• Preparing Proforma Invoice, Packing lists and other sales/export documents.
• Handling all investigations and reconciliations of all customer complaints and queries on short delivery, damaged goods, delayed delivery, delayed order, blocked order, wrong invoicing/pricing etc. on a daily and timely basis and treats all correspondence.
• Communicating with customers to ensure satisfaction after service is provided.
• Partake in the development and implementation of customer service/ fulfillment policies and procedures.
• Direct the daily operations of the fulfilment service team.
• Plan, priorities and delegate work tasks to ensure proper functioning of the department.
• Develop customer/fulfillment satisfaction goals and coordinate with the team to meet them on a steady basis and memos to the department.
• Reports order processing time analysis, on-time departure rate and fulfilment rates.
• Ensures accurate and correct database of customers in line with approved financial risks levels.
• Work with the Sales Team in monitoring the level of trade returns and classification of returns by reason codes with the aim of reducing occurrence to its barest.
• Review and track customer complaints and resolutions.
• Handle complex and escalated customer / fulfillment service issues.
• Define and communicate customer /fulfillments service standards.
• Focus on the key customer service drivers: customer service mind-set; timely order processing, proactive notification about the delivery status; exceptional management efficient order management.
• Work with the Logistics coordinator to ensure on time delivery of customers’ orders and retail outlets

Requirements
You might be a strong candidate if you:

• Have a minimum of HND/B.Sc in Supply Chain / Purchasing and Supplies / Business Management or related field.
• Have 2 years of cogent experience preferably FMCG in the supply chain line .
• Have SCM Business Knowledge.
• Are an effective time manager and work under little or no supervision.
• Have soft skills such as turning complaints into opportunities, handling difficult customers, and managing customers’ expectations.
• Knowledge and hands on experience in warehousing and distribution.
• Excellent hands-on Experience on use of computer tools (excel /macros /v-lookup /charts /pivot table) to be able to provide insights into data is a must have.
• Are good in solving problems with an open mind to go the extra mile.
• Have good Internal Stakeholder Management.
• Have the ability to accept changes and come up with agile solutions
• Have the ability to work with distributors, sales teams, and sales agents to ensure smooth distribution operations.
• Have knowledge and working experience with a robust ERP / WMS (knowledge of SAP materials management module is an added advantage).

What We Offer

• An opportunity to grow as a professional in a dynamic, fast-growing, high impact industry.
• The chance to work in an open-minded, collaborative culture surrounded by enthusiastic Sun King employees who are driven by the challenge of continuously innovating and growing a smart, sustainable business with profound impact on the world.
• A truly multicultural experience: you will have the chance to work with and learn from people from different geographies, nationalities, and backgrounds.
• Structured, tailored learning and development programs that help you become a better leader, manager, and professional through the Sun King Academy.